Job Summary:

Responsible for recovery of outstanding rental equipment and unreturned cash equipment from current and former Inogen patients. Manages queues of open RMAs with a strategic approach to maximize recoveries. Negotiates sale of equipment, partners with shipping/receiving to return equipment, and/or pursues other recovery options under the supervision of Department leadership. When necessary, arranges for debt to be written off.

Responsibilities (Specific tasks, duties, essential functions of the job)

• Responsible for making outbound phone calls to patients with outstanding equipment with the objective of recovering said equipment.
• Professionally handle high volume of incoming requests from customers, make outbound calls as required to resolve customer issues, questions, concerns including and limited to case status, account updates, equipment exchanges, and providing quotes of unreturned equipment.
• Utilize negotiation skills and sales tactics to sell outstanding equipment when appropriate.
• Research patient accounts to determine pathway to RMA resolution, including possible sale of equipment, credit card processing and process transaction in Salesforce and Oracle EBS for the sale.
• Adhere to key performance metrics.
• Required to communicate with the billing department to resolve customer accounts.
• Request external delivery couriers in the return of outstanding units.
• Accountable for handling complex issues and possibly de-escalating upset patient.
• Responsible for documenting all patient interactions in appropriate systems and work to maintain accurate record keeping.
• Maintain regular and punctual attendance.
• Understand and adheres to, company and departmental policies and procedures, including and not limited to QA forms, SOPs, WIs, and safety and security measures.
• Assist with any other duties as assigned.

Knowledge, Skills, and Abilities

• Drive to meet or exceed daily performance metrics related to key performance indicators.
• Effective active listening and communication skills.
• Excellent oral and written communication skills required.
• Must possess good time management skills, with the ability to prioritize and multi-task.
• Must be detail-oriented and analytical to ensure documentation is being assessed properly.
• Ability to collaborate with others & work in a team-oriented environment.
• Ability to work in a fluid work environment based on business needs.
• Strong organizational skill Must have strong work ethic and self-starter.
• Effective conflict resolution.
• Work experience or knowledge of the healthcare industry, preferably specific to Medicare.
• Excellent customer service skills.
• Has an ability to work in multiple systems including Salesforce, Oracle, UPS Portal, Chargent, AR Allegiance and Vonage phone system in a fast-paced environment.

Qualifications (Experience and Education)

• High School diploma or equivalent, required.
• 0-1 years of Customer Service experience, including 1-year experience working in an inbound call support role, preferred.
• 1+ years’ experience in equipment recovery/collections, preferred.
• Previous SalesForce and/or Oracle knowledge, preferred.
• A combination of training, education and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.